To add an action to a support provision case

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The procedure to add an action to a support provision case is as follows:

  1. Using the Advanced search spy-glass (), select Support Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
  2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Support Case Details window is displayed.
  3. Click on Actions. The Actions tab is activated.
  4. Click on New Action 2. The Actions window is displayed.
  5. Where the action relates to a linked support plan and not an overarching assessment case, activate the Support plan action tick box provided; use the adjacent Support plan drop-down field to select the linked plan relevant to the identified activity 3.
  6. Using the Category drop-down field, select a parameter value to define the focus area for the action e.g. Budgeting, Debt Repayment, Employment, etc. 4.
  7. Use the Details field to add contextual information defining the scope and purpose of the identified action.
  8. Use the Measure field to define the criteria against which the success of the delivered action will be assessed.
  9. Using the Responsibility drop-down field, select the assigned owner for the action: Client (the contact linked to the support provision case); system User (a registered stakeholder on the database that can be selected from the corresponding picklist); Other associate (an adjacent Responsible field is revealed, ready to capture their full name).
  10. Enter the Start date value using the calendar icon (), or type in the date directly (format DD/MM/YY or DD/MM/YYYY) i.e. the official commencement of the action.
  11. Enter the Target date value using the calendar icon (), or type in the date directly (format DD/MM/YY or DD/MM/YYYY) i.e. defining the projected completion timescale.
  12. Click on Confirm. The new record is displayed in the Actions grid.
  13. Repeat steps 4 through 12 to add further actions to the support provision case.
  14. Click on Save.


Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, support type) to ensure that the correct support provision case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 This option is inactive for support provision cases that are set to a status of Cancelled or Closed.

3 The availability of these options is steered by the system preference View and manage Support Plan cases from Assessment cases, and restricted to those support provision cases categorised as Assessment.

4 These custom values can be populated by the end user via the system parameter entitled Support Action Categories.


See related topics...

Support provision action management overview

To progress an action with a support provision case

To define a general lookup parameter value

Using the search facility